Customer Success Manager

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee onboarded clients to guarantee product utilization and collaborate with the Onboarding team to meet milestone objectives.

• Assist onboarded clients throughout their journey by identifying business requirements, primary goals, and technical capabilities.

• Recognize and manage risks associated with clients’ anticipated outcomes, product usage, disengagement, and dissatisfaction.

• Discover and utilize opportunities that enhance client results and contribute to product development.

• Ensure the renewal of contracts.

• Retain clients whose exit can be prevented.

• Promote and sell additional services.

• Facilitate the resolution of account issues involving billing, support, product, and various departments.

• Act as the voice of the customer and relay feedback to Sales, Product, Finance, Support, and other departments.

• Conduct interviews and surveys with customers in accordance with the feedback collection process.

• Acquire in-depth knowledge of the product and become a subject matter expert in system functionality.

• Monitor customer interactions with Support and assist in issue resolution.

• Contribute to the development and enhancement of onboarding, ongoing service models, and processes.

⛳️ Requirements

• A minimum of 2 years of experience as a Customer Success Analyst or Account Manager for SaaS products.

• A demonstrated history of working in a customer-facing role.

• Exceptional proficiency in the English language.

• Strong communication skills, both written and verbal, to effectively comprehend and convey customer expectations.

• Customer-focused: a genuine interest in the client’s business and in understanding their needs and expectations.

• Problem-solving capability: ability to clearly define and deliver technical solutions that enhance customer satisfaction and business outcomes.

• Interpersonal intelligence: skill in discerning underlying issues and posing challenging or uncomfortable questions to customers.

• Influence: ability to navigate customers’ internal political landscapes and positively impact decision-making processes.

• Data analysis skills: capacity to comprehend and interpret data with an emphasis on generating actionable insights.

• Results-driven: ability to grasp objectives, maintain motivation, and consistently focus on outcomes, regardless of challenges.

• High level of technical aptitude and overall understanding of technology.

• Experience with CRM systems, preferably Salesforce, is advantageous.

🏝️ Benefits

• Competitive base salaries.

• Highly competitive equity package.

• Unlimited Loadie Time Off — PTO and sick days without limits.